Viking Luck Casino - Средствата на играча са били несправедливо конфискувани.

I purchased free spins for a stake of 500 euros. However, 500 euros were deducted from my account twice, even though I could only play once. I submitted a request to the casino 10 days ago with all the necessary evidence, but I keep receiving excuses. I want to get the 500 euros credited back to me, but nothing is happening. What can I do?

Ich habe Freispiele erworben für 500 Euro Einsatz. Mir wurden aber zweimal 500 Euro abgebucht, obwohl ich nur einmal spielen konnte. Habe vor 10 Tagen eine Anfrage ans Casino gestellt mit allen erforderlichen Beweisen und ich werde andauernd vertröstet. Ich möchte die 500 Euro wieder gutgeschrieben bekommen, aber es passiert einfach nichts. Was kann ich tun?

Dear BOERNI1976,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Viking Luck Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please provide evidence the amount was debited from your account twice, but credited only once?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear BOERNI1976,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello. I have already sent the required documents to the email address provided sent. Did you not receive it?

Hallo. Ich habe die erforderlichen Unterlagen bereits an die angegebene Email Adresse tomas@casino.guru geschickt. Haben Sie diese nicht erhalten?

Could you also please share the communication you received from the casino justifying its position regarding your issue?

Please send me this communication as well.

Hello, attached the required documents

Hallo, anbei die erforderlichen Unterlagen

Thank you very much, BOERNI1976, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello BOERNI1976,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Viking Luck Casino to join the conversation.

Dear Viking Luck Casino,  

Can you please provide us with information regarding the timeline for the return of the incorrectly deducted funds to the player?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear BOERNI1976,

I have made several attempts to reach out to the casino representative, but unfortunately, I have not received any response. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. If you want to pursue your case further you can contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru